[rt-users] Reject incoming tickets

[Trask Rogers]

I would like RT to "reject" a message sent in with a subject tag that 
indicates an ticket number that does not exist.  Right now the behavior 
is to ignore the tag and create a new ticket.

I created a custom action that properly sets the ticket's status to 
"rejected", but the autoreply template is still sent and the "Message 
Rejected" template I created is not sent out.  Below is the scrip:


Description: 	Reject messages to non-existent ticket
Condition: On Create
Action: User Defined
Template: Global Template: Invalid TicketID rejection message
Stage: TransactionCreate

Custom Action prep code: 
1;

Custom action cleanup code:
my $tid = 
$self->TransactionObj->Attachments->First->GetHeader('X-MyHeader');

$RT::Logger->debug("Reject Non-Tickets -- got X-MyHeader: $tid");

if (defined $tid) {
    my $t1 = RT::Ticket->new($RT::SystemUser);

    if (not $t1->Load($tid)) {
        $RT::Logger->debug("Reject Non-Tickets -- rejecting 
message...");
        $self->TicketObj->Reject;
    } else {
        return 1;
    }
} else {
    $RT::Logger->debug("Reject Non-Tickets -- a new ticket w/o 
X-MyHeader field...");
    return 1;
}


Thanks.

----------------------
Trask
Technical Support Engineer
Lyris Technologies, Inc.